We had bought a Portable BBQ from your branch near Constellation Bus Station in March 2014 and since it had manufacturing defects in it along with a dud starter. A replacement was made to us in April 2014. Now, the starter for the new BBQ also stopped functioning. We thought we would upgrade to maybe a better model and took it back, and explained to Candice or Candy that the BBQ had fallen over once and grill was bent due to heat (which was mentioned in the manual that it might bend due to heat) and before that the starter had stopped working. She asked us if we wanted it exchanged, we said yes, and she asked us to go bring back our pick. Then Maria came over and said we could not have an exchange as it was broken on our account, which was fine with us as long as the starter was repaired or replaced. Maria (who never smiles or makes you feel comfortable) brought is some guy from hardware to "verify" our "claims" ---- mind you we never asked for an exchange till we were offered one. So now Tom the old gentleman comes along and checks the starter...declares loudly that its working fine. I cannot see any spark, neither can Maria, but he can. Tom then declares that we have broken the starter..he asked me very loudly WHO BROKE IT. It seems like a Bunnings policy to intimidate customers especially those who are being honest and polite. I only say this because, then he declared that he didn't understand why we had problems with the product because his son-in-law owns the same product and has had no problems. Excuse me, Tom is some random guy from Hardware Department who is telling us to not have an opinion on a product that already had been replaced initially due to manufacturing defect. So let me make something very clear to you, I AM YOUR CUSTOMER...I FEEL OFFENDED TO BE TREATED LIKE THIS. Tom was not the subject matter expert to comment on this, he is not even employed with Bunnings under the label of the expertise of BBQs. Seems like your staff likes to state things very loudly so as to dominate short little women like myself. We had accepted then that, the starter would be replaced...the BBQ we had hauled there we wanted to keep in at the store as it is heavy and we cannot keep hauling it back to the store when the starter arrives. Maria very flatly refused to keep the BBQ in store, she also bluntly told us, MIKE IS THE GUY INCHARGE OF ALL THAT IF YOU HAVE PROBLEMS, COME TALK TO HIM TOMORROW. We asked Maria to trace the receipt for our purchase made in March 2014 ----3 times she told us after looking in the system that we had made no such purchase. Refusing to look further, it was only when my partner mentioned that we could prove the purchase in March 2014, she went about and got the reprint of the invoice for us---it took her a good 30 mins just to trace this receipt. Your staff is very badly trained when it comes to handling internal invoicing systems...and very slow as well. We were told that she had no space to keep our small bbq in the store..no space and she didn't have the courtesy to offer us help to haul the bbq back to our car. Do you think, that we have time to keep hauling bbq back and forth to your store? We should waste petrol just to come back and replace the starter in our bbq? There is no logic, no empathy and definitely no consistency in the behaviour of your staff. So the exchange offered to us by Candice or Candy, now became nullified. Bravo for setting such low standards of customer service. I actually felt a bit threatened by Tom and his intimidating body language and loud tone. I also felt insulted by him. When I asked Maria why they did not show us any courtesy, she said was not going to. She has also made us aware that she is not concerned with the feedback we intend to provide you. You can check the video footage, we were polite and not once did we raise our voice. We had visited this store at around 12:15pm and were there till after 1pm. Invoice numbers 160 170118 & S9470 R10 C32060 #1068530.
15 Home Place Constellation Dve Mairangi Bay Auckland